LuckyBull Casino - Player's account is frozen after withdrawal request.

So I made a withdrawal of 1000 euro…

So I made a withdrawal of 1000 euro because the sum you can withdraw is very limited and 3000 euro remains in my account. After 12 hours they Wanted the picture of my new creditcard. I asked them to speed up the process but instead they frooze my account????with 3000 euros remaining and no information of the current withdrawal. This was 2 days ago and I have written several times to support with now answer and their chat is down. I have had big problems with the withdrawal process before but decided to give them a chance again. This is a scandal and I will report them to MGA if this continues.

Enar B****

Hello enarb1,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LuckyBull Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino may block your account until the process is finished.

Looking forward to your answer.

Regards,

Nick

Thanks, their chat is turned off so I haven't been able to talk to them....I got a Mail five days ago that they wanted pictures of my new credit card which I sent since then nothing has happened and they have frozen my account without notice or response. I understand that they can block my account during the process but they should have informed me of that. Maybe it will be ok, but with the problems I had with the casino before, I'm worried. I think we're keeping the case open and waiting to see what happens.

• Ok now I got an answer. They have suspended me because I had gambling problems before at another casino and keep my entire withdrawal of 4000 Euro! Is this even legal????? What can we do?🥲🥲🥲

And they are accusing me of multiple accounts which is bullshit. I have never used multiple accounts. Playing at other casinos is not multiple accounts.

Hello enarb1,

Could you please confirm whether you were excluded at their sister casino? If so, could you provide the exact date of that exclusion and the date you created your LuckyBull account?

In cases like these, the casino is required to confiscate any winnings but should refund any deposited amount from the date the exclusion became active.

Looking forward to your response.

Best regards,

Nick